This is especially true with situations like the one in question which involves the death of a family member and a relatively new process. However, most hard and fast rules that involve humans need to have a process in place to escalate to higher levels when line level workers cannot resolve customer issues at theirt level of support. It’s strictly “if this then that” at their level. They don’t have the authority to make judgment calls involving Apple IDs and device unlocking. The Apple support people have hard and fast rules they must follow. Hopefully this singular incident will help make the process better for other people in the same situation.īeyond that, there are a few takeaways to be seen. Sounds like there were some kinks in the system that needed to be worked out.
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